Personal Care Contact Center Specialist
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Job Description
Contact Center Specialist serving as front-line support for service members needing mental health care. Assisting with referrals, engagement, and case documentation in a healthcare setting.
Responsibilities:
- Serve as front line support for referrals, inbound/outbound engagement, intakes, PHRC support, coach scheduling, and case documentation.
- Execute contact center procedures for case tracking, routing, escalation, and warm handoffs to coaches or escalations.
Requirements:
- A minimum of one year of experience in a medical/hospital call center
- A minimum of one year experience in triage, care management, motivational interviewing, and crisis counseling
- Fluent in English and/or Spanish, both oral and written
- Ability to handle inquiries and requests in a courteous and professional manner
- Ability to gather information to determine a Service member, Veteran, or family member’s needs
- Ability to communicate information clearly, accurately, and completely
- Ability to handle crisis and abusive calls in a professional and effective manner
- Ability to control the pace and flow of the inquiry/request and manage call time effectively
Benefits:
- Health insurance
- 401(k) matching
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